Refund policy

At NovaSteps, your satisfaction is our priority. We aim to deliver stylish, high-quality footwear at the best possible value. Please review our policy below to ensure a smooth experience for both you and our team.

🛍️ 30-Day Return Window

You may request a return within 30 days of delivery.

To be eligible for a return:

Items must be unused or only lightly tried on.
Items must be clean and in resellable condition.
Items must include the original packaging.

We do not accept returns for items showing:

Heavy wear or damage.
Stains, odors, or signs of washing.
Missing parts, accessories, or packaging.

⚠️ Important Note About Our Products

Some of our products are:

Sourced from local retail stores, showroom collections, and authorized distribution warehouses across Europe and Asia.
Distributed directly through our partner manufacturers and suppliers.

Because products may come from different regional retailers or warehouses, minor variations may occur, including differences in packaging, labels, or small handling marks. These minor variations are not considered manufacturing defects.

🔧 Damaged or Defective Items

If your item arrives damaged or defective, please contact us within 14 days of delivery.

Please provide:

Your order number.
Clear photos or a short video showing the issue.
Photos of the product packaging, if applicable.

Once your claim is reviewed and approved, we may offer:

A replacement item.
Or a full refund.

Damage caused by misuse, normal wear and tear, accidental damage, or improper handling is not covered.

🔁 How to Request a Return

To initiate a return, contact us at:

📩 support@novastepsco.com

Please include:

Your order number.
The reason for the return.
Photos or videos, if applicable.

Once your request is approved, we will provide you with the return instructions.

⚠️ Returns sent without prior approval may not be accepted.

💰 Refund Process

Once your returned item is received and inspected:

Approved refunds will be issued to your original payment method.
Refund processing usually takes 5–10 business days.
Additional processing time may be required by your bank or payment provider.

Full Refund

A full refund may be issued for items returned in clean, unused, and resellable condition with the original packaging.

Partial Refund or Store Credit

A partial refund or store credit may be offered for lightly used items or items with incomplete packaging. These cases will be reviewed individually.

No Refund

A refund may be refused for:

Heavily used or damaged items.
Items that do not meet the return conditions.
Returns requested outside the 30-day return window.
Items returned without prior authorization.

🚚 Return Shipping Costs

Customers are responsible for return shipping costs unless the product arrived damaged, defective, or incorrect.
Original shipping fees are non-refundable.
We recommend using a trackable shipping service.

⚠️ NovaSteps is not responsible for return packages that are lost or damaged during transit.

❌ Order Cancellations

Orders may be canceled within 12 hours of purchase.
Once an order has entered processing, it may no longer be canceled.
If the order has already shipped, you may request a return after receiving it under this return policy.

📦 Additional Conditions

Only purchases made directly through novastepsco.com are eligible under this policy.
We do not accept returns for products purchased from third-party sellers.
Orders marked as delivered by the shipping carrier cannot be refunded as lost without supporting evidence from the carrier.
Shipping delays caused by carriers, customs inspections, severe weather, or other circumstances outside our control are not eligible for automatic refunds.
Customers are responsible for any applicable import duties, customs fees, or local taxes.

📩 Contact Us

For questions about returns, refunds, or your order, please contact: